Complaints

This profile includes complaints for Converse, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Converse, Inc. has 7 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Converse, Inc.

  1 Lovejoy Wharf Boston, MA 02114-2114

• 

  Converse, Inc.

  1 SW Bowerman Dr Beaverton, OR 97005-0979

• 

  Converse, Inc.

  160 North Washington Street Boston, MA 02114

• 

  Converse.com

  1415 Murfreesboro Rd., Ste. 550 Nashville, TN 37217

• 

  Converse Retail

  10600 Quil Ceda Blvd # 664 Marysville, WA 98271

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/30/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order ********* accidentally ordered the wrong size. immediately opened a chat only to get a message systems were down. Called the 800 number and was told same message. I re-ordered for the correct size under order *********. called sunday and monday to same error. finally got a hold of support today only to say my order can't be canceled because it was processed even tho i got zero email stating it was processed. Anyway, now i can't get a refund for my shipping because i paid for it. I want an entire refund once i send back since I was again bamboozled by predatory actions by converse.

  Customer Answer

  Date: 06/13/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi. I bought a pair of converse through a retailer. They became defective within three weeks of me wearing the shoes. The piece of plastic in the back of the right shoe stuck through the fabric and was stabbing me in the heel. I am a huge fan of converse and wear them all the time, cycling through them yearly, so I knew this was too soon for them to start wearing out. I got in contact with the retailer (Journey's) but since I started wearing them after the 30 day warranty, they said tough luck. I called Converse as well, but the lady I talked to was not understanding and basically said tough luck, since you bought them through a third party. In the meantime, I have cut out the piece of plastic and kept wearing them, there is now a huge hole between the sole and the fabric on the back. I understand that I bought the shoes from a third party, but converse made them and it seems that they should be responsible for the defect. I was hoping for an exchange. They are a beautiful pair with sunflowers on them, and I get compliments on them wherever I go!

• Initial Complaint

  Date:05/23/2023

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought two pairs of shoes, one a mens 10 and one a womens 9. Instead they sent me a womens 3. When I called to have a new order sent, they refused saying I ordered the 3 and had to send them back before they would make it right. I explained that I would indeed send the 3s but at the same time they needed to make it right and send me the pair I order. They refuse to do so, even though its their mistake.

• Initial Complaint

  Date:05/18/2023

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # ********* I received my sneaker on (5/17/2023) and I decided to return it. I entered my order # online and it said that it hasn't been shipped yet??? Also it said that my package will include a return label which I did not see one. SCAM.

  Customer Answer

  Date: 05/30/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An unknown person (to me) fraudulently placed an order through my Converse.com account and paid for it with my linked PayPal account. They kept my first name and last initial on the order but changed all of the shipping and billing address info to their own, all the way across ****** from where I live. I contacted PayPal first and was advised the order was pending and no funds had been released and that Converse would need contacted to cancel the order and no charges would come out of my account. I tried speaking with three different people at Converse and they insisted they cannot cancel orders (even within an hour of it being placed) and that I needed to wait for the order to be delivered (it wasn't even fully processed yet) because under no circumstances can they cancel an order. I reminded them many times this was a fraudulent order and they just kept saying orders can't be canceled and to take it up with PayPal. I reminded them PayPal advised me that payment had not been processed yet and could be prevented from processing if Converse would cancel the order but Converse customer service continued to say they can do nothing about it. I told them I didn't place the order, it's not being delivered to me, and I want it canceled but they continued to state it's their policy to not cancel orders. Their terms of agreement say differently. They said the order has to be delivered first before I can try to do anything about it. So, PayPal shows it as pending and Converse kept saying I have to get PayPal to give my money back or wait until I can somehow figure out it was delivered to the criminal who placed the order that was over $150.00. I am not satisfied at all.

• Initial Complaint

  Date:04/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an order not delivered, is still listed as "Preparing your order". Converse.Com stated they do not refund/send orders after it has been 45 days from date of order. I paid, with tax, over $92 for this order. I have a Traumatic brain injury and had forgotten about ordering it so I didn't miss it until logging on for a sale today. While doing so I looked up my order history and discovered this. converse.com refused to help me in any way stating the order is too old. This is Bad Business and am owed either a refund or another pair of shoes comparable in price. After I informed the manager with whom I was speaking to that I was going to file a BBB complaint she stated, in a manor as if it were nothing, simply "Okay". She mentioned the 25% off sale and said I could make another purchase. I feel very taken advantage of by converse.com.

  Business Response

  Date: 04/25/2023

  Hello *****,

   

  I'm sorry that you had deal with that injury. Upon review I can see that your order never shipped out. I have refunded your order today on 4/25/23  you should see that refund hit your account within 7 to 10 business days. Our agents cannot refund any orders that are aged ***************** window. Because of your special circumstance, I have returned your full amount. We couldn't recreate your order either because some of the components to create your Custom Shoe are not in stock. Just a reminder custom shoes in general take about 3 to 6 weeks to create. 
  
  Your order number is ********* and please keep this information for your records. Return amount is Total refundable:
  USD 92.10 Refund request submitted successfully with PSP reference L6V6WZ6QGXVHBFG2
  
  
  If you have any other issues please contact me directly at ***************************************** 

   

   

  Thanks,
  ****** 

  Customer Answer

  Date: 04/25/2023

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/30/2023 I signed up on the Converse.com website to receive 15 per cent off my first offer. The restrictions included "... select *********************** All Star...". no where on the website, including the individual product pages does it identify which *********************** All Stars, or any other "select" product, do not qualify for the promotion. I attempted to use the promo code provided and was told at check out that the code was invalid. I first online chatted to see if I could be provided with a list of exactly which products are restricted and was disconnected while trying to type in a question. I then called customer service for resolution and was told that no specific information is available to a shopper identifying these exclusions. You only find out when you try to check out. This is an obvious bait and switch.

  Customer Answer

  Date: 04/24/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 04/25/2023

  Hello ******,

  
  When signing up to become a member you receive a promo code that allows 15% off with some exclusions. There is a link to our terms and conditions page which states what are excluded from the promotion. You can find that link here 
  
  ******************************************************************************;

   

   

  Thanks,

  ****** 

  Customer Answer

  Date: 04/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I cited the listed terms in my original complaint and as previously stated, the terms and conditions refer to "select *********************** All Stars" but there is no list identifying exactly which All Stars are selected for the discount and which are not. If all of the aforementioned All Stars are not eligible then it should be stated as such. This response supports my original complaint.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 04/26/2023

  Here is the terms and conditions. We are not required to list all styles in the terms and conditions.
  
  
  CONVERSE EMAIL REGISTRATION 15% OFF PROMOTION
  Enter your unique promo code (provided via email) at checkout or present this email in-store to redeem offer. Cashier code: WEL15. Promotion code valid for one use only. Extra 15% off discount valid on select Converse products.
  
  Offer valid on Converse.com or at any Converse Retail Store in the U.S. only.
  
  Discount applies to qualified merchandise only and cannot be used in combination with employee discount or any other discount. Discount cannot be applied towards taxes or shipping & handling charges. Shipping charges are calculated after discount.
  
  Discount not valid on gift cards, Converse Limited Edition, Converse By You, *********** licensed product, select Classic *********************** All Star, select *********************** Lugged, select *********************** Lift, select Run Star Hike, select Run Star Motion, select Run Star Legacy, select *********************** 70, select ***********************, and select One Star.
  
  Offer expires and must be redeemed by December 31, 2023 at 2:59 am ET.
  
  Not transferable and not redeemable for cash, credit, or toward previous purchases.
  
  Converse reserves the right to modify or cancel this offer at any time.
  
  Some restrictions apply. Void where prohibited.

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  The response "We are not required to list all styles in terms and conditions" is not acceptable for the following reasons. It seems arbitrary. The terms and conditions do list particular styles including "select Classic *********************** All Stars". Why bother listing any exclusions if not required to do so? Wouldn't something like "Converse reserves the right to exclude any merchandise from promotional discounts without notice" be enough? And why "select" if you mean "all"? If "all" was used instead of "select" I wouldn't  have persued this.  Simply saying you're not required doesn't make it true. 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:03/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered Converse all star move in color beach for $75 on February 28, 2023 it was delivered March 6, 2023 and a return was initiated and a return label was created on March 7, 2023. Order number is *********. Return was sent to pack and Mail plus in Allendale, ******** on March 16, 2023. As of March 28, 2023. The tracking on the label provided has not yet been updated. I reached out to converse and theyve said there is nothing they can do. *** reached out to the mail shop, and there is nothing they can do, I was told to reach out to *** and file a claim, but I am not able to because I am not the original sender nor did I create the shipping label. Representative at converse stated that there is nothing they can do because the label has not been updated and therefore they do not have proof that it was sent out. Pack and mail Plus in Allendale has verified with me that I brought in the package and that they had shipped it out. Representative suggested that *** may have lost the package but I have no way of determining what has happened to this package. All I know is it was sent out and is no longer in mine, nor the pack and mille Plus in Allendales possession.

  Business Response

  Date: 03/29/2023

  Hello *****************,

   

   

  I can see that you contacted customer service a few times. The issue is that you returned your return to a mall and not a *** location. We do not have a mall drop off so wherever you dropped that package it was never sent to a *** carrier. Our return portal even shows the closest location of *** drop off sites. We cannot refund the item because the return was never sent. I would suggest going back to the mall getting your receipt of drop off and find out where that package is. If you can provided proof of the drop off receipt I will make a one time exception and refund the order regardless if we receive it. Look forward to hearing back. 

   

   

  Thanks,

  Eugene 

  
  

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 

  The package was not returned to a mall drop off, it was returned to a mail shop called ************* Plus in ********* ********. The owner and I have discussed the situation. You can call the mail shop at *****************. I have returned many packages through them, including a pair of converse returned in February. The return instructions from Converse never explicitly stated that I can only go to a *** store. I no longer have the receipt from the store, I can stop by sometime soon and get one if needed. 
  
  
  Thanks.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:03/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/10/23 a fraudulent purchase was made under my name and my personal PayPal account linked to my checking account through Converse. This issue was brought to my attention by an email I received on 3/11/23 that my order in the amount of $234.89 was being shipped to an unknown address, Z C *************************************************************************** called converse immediately as I did not complete/authorize this purchase and asked a female representative to cancel this order due to it being fraudulent and also to avoid overdraft fees on my account. She then told me, theres nothing I can do because the purchase has been made and theres no way to confirm you are who you say you are. You need to call your financial institution. I then asked to speak to a manager as this matter was not handled appropriately where I was left on hold for an hour and 10 minutes. I then realized my issue was not going to be taken seriously and ended the call as the representative had no intentions of returning to the phone call. Since then I have cancelled the converse account under my name and also attempted to report the fraudulent charge to PayPal. The shipping address for the order is no where close to my actual personal address. Id like this company to cancel the order and not charge my account to avoid overdraft fees.

  Customer Answer

  Date: 03/23/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/29/2023

  Hello ********, 

   

  That is not the process the customer service agents are supposed to follow. I am investigating the process gap and we will make sure going forward no other person experiences that lack of a proper response. I've refunded your PayPal account on March 11th 2023. I'll add a file for your records. If you need anything else please reach out. I apologize for the difficulties. 
  
  
  Thanks,

  ******   

• Initial Complaint

  Date:02/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is my first purchase of a Converse product from any retailer. This is my first time attempting a purchase directly from Converse. I want to buy a wide-sole pair of Chucks (which they do not carry at brick-and-mortar stores) and I made my first attempt in mid-December, at first with my own bank cards then later with a $100 Converse gift card, but the transaction will not process and **************** refuses to help me. I've been repeatedly disconnected by chat and by telephone when it becomes clear that it's me trying to reach them. I've been as courteous as anyone can be given the treatment that I've received, both by telephone and by e-mail and by chat. **************** has written me by e-mail but only with sporadic, one-way, noncommittal statements. Nobody seems empowered to escalate this issue to a Subject Matter Expert and I can't understand why. I've written to the company twice by regular mail and got no response. I sent the gift card itself in the second letter itself so I'm no longer able to return the gift card even if I wanted to. Basically: I'm out $100 in the form of a gift card (the plastic is now in Converse's possession) and nobody's getting back to me. If I've been disqualified from buying the product, I want the company to include (in their letter of explanation to me) some mention of the pre-existing disqualification which banned me from purchasing a product from them for the very first time. Everyone has assured me that nothing's wrong with the system and that I just need to keep trying: I will not. I've made upwards of 10 good faith attempts to complete the order online, and CSRs have also made this attempt on their end, but it always results in failure, even with a Converse gift card. I don't need anything more than what I've already asked for via ink-signed correspondence: I need someone to 1.) complete my order and to 2.) provide me with a written explanation about why I was not eligible to do so even with a Converse gift card.

  Business Response

  Date: 03/17/2023

  Hello ****************,

   

  Thank you for contacting our customer service team. I have read all of your interactions with the team and apoglize for all the issues you have encountered while trying to place an order through Converse.com. I will reply to your last email sent to **** on Monday 3/20/22. Please be on the look out from an email coming from a consumer services email. I apologize for the delayed response as I'm working on a fix to your current issue. 

   

   

  Thanks,
  ******

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ---

  Many thanks, ******!

  - What is your role in the company, please?

  - This BBB ticket will remain open until I've been provided with contact by someone in a position of authority at Converse ******** in ******, ** to acknowledge receipt of my correspondence and to provide me with a simplified acknowledgement that there was a Retail-workflow design error in this case.

  Until very recently, everybody at Converse continued to tell me that, basically, this was a case of user error (when I wasn't disconnected by phone and by chat; people just started hanging up on me when they saw it was me calling or chatting). I've written to both the office of the Vice President of Retail and to ********* Services (by regular mail) but I have not received any acknowledgment from either of those business units. If your phone calls are truly recorded, you'll have proof of how incredibly patient I've been, despite being portrayed as a tech-illiterate customer by your staff and being given busywork and being led around in circles since mid-December.

  I await your response. Have a great afternoon!

  ---
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 03/21/2023

  Hello *******,

   

  Thank you for your early response this morning. If you have any issues feel free to use that email address and I will be in contact. Thank you for your understanding. 

   

   

  Thanks

  Eugene